monthly performance report may 2014 - gatwick ......may 2014 96.88% may 2014 100% may 2014 98.78%...

MONTHLYPERFORMANCEREPORTMAY 2014

gatwickairport.com/performance

http://www.gatwickairport.com/performance

CONTENTS

Core Service Standards

Airline Service Standards

PRM Service and Notification

On-time Performance

ACI Airport Service Quality Ranking

At Gatwick we are committed to ensuring all areas of our business live up to the expectations of our passengers, our partners and our regulator. As part of this commitment we publish monthly reports which we have now brought together into one easy to follow report.

You can view or download these reports at any time at gatwickairport.com/performance

If you have any comments or feedback to help us improve please send them [email protected]

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http://www.gatwickairport.com/performance

mailto:[email protected]

CORE SERVICE STANDARDSMAY 2014

Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months.

departure loungeseating availabilityEase of finding a seatResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

airportcleanlinessOverall cleanliness of the terminalResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

NORTHTERMINAL

NORTHTERMINAL

Target

3.80

Target

4.00

Target

3.80

Target

4.00

Average score

4.06

Average score

4.04

Average score

3.91

Average score

4.16

May 2014

4.04

May 2014

4.02

May 2014

3.92

May 2014

4.17

SOUTHTERMINAL

SOUTHTERMINAL

3


airportwayfindingEase of finding your way around our airportResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

airportflight informationAccuracy and ease of finding flight informationResults from our passenger surveysMeasured as a score from 1-55 = Excellent 1 = Extremely Poor

NORTHTERMINAL

NORTHTERMINAL

Target

4.10

Target

4.20

Target

4.10

Target

4.20

Average score

4.17

Average score

4.29

Average score

4.19

Average score

4.32

May 2014

4.16

May 2014

4.31

May 2014

4.20

May 2014

4.37

SOUTHTERMINAL

SOUTHTERMINAL

Measures defined and targets set in agreement with the airlines and endorsed by the CAA.Average score measured over the last 12 months. 4


waiting time atcentral security search Percentage of time when passengers queued for 5 minutes or lessThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.

waiting time atcentral security search Percentage of time when passengers queued for 15 minutes or lessThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.

NORTHTERMINAL

NORTHTERMINAL

Target

95.00%

Target

98.00%

Target

95.00%

Target

98.00%

May 2014

96.69%

May 2014

99.96%

May 2014

97.50%

May 2014

100%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

97.30%

Average score

99.95%

Average score

96.74%

Average score

99.97%


waiting time atcentral security search Instance where a single queue is measured at 30 minutes or moreThe waiting time is the delay imposed by the queue for security including ticket presentation and facial capture, up to the point that the passenger reaches the security roller bed.

NORTHTERMINAL

Target

0Target

0

May 2014

0May 2014

0SOUTHTERMINAL


flight connectionssecurity search Percentage of time when passengers queued for 10 minutes or lessThis measure applies to 95% of core hours.

NORTHTERMINAL

Target

95.00%Target

95.00%

May 2014

98.69%May 2014

99.09%SOUTHTERMINAL

6

Average score

0

Average score

99.54%

Average score

0

Average score

99.16%



staffsecurity search Percentage of time when staff queued for 5 minutes or lessThis measure applies to 95% of core hours. North Terminal Staff performance calculated as average performance of both search areas.

NORTHTERMINAL

Target

95.00%Target

95.00%SOUTHTERMINAL

external control postssecurity searchPercentage of time when queue time is 15 minutes or lessThis measure applies to 95% of core hours. Performance averaged between Tower and North Gate.

EXTERNAL CONTROL POSTS

Target

95.00%May 2014

99.90%

7

May 2014

100%May 2014

100%

Average score

99.98%Average score

99.96%

Average score

99.51%


passenger sensitive equipmentpriority availability Availability of priority equipment including lifts, escalators and passenger conveyorsThis covers instances of equipment breakdown or unplanned maintenance affecting the availability of priority Passenger Sensitive Equipment (PSE) during core operational hours.

passenger sensitive equipmentgeneral availability Availability of general equipment including lifts, escalators and passenger conveyorsThis covers instances of equipment breakdown or unplanned maintenance affecting the availability of general Passenger Sensitive Equipment (PSE) during core operational hours.

NORTHTERMINAL

NORTHTERMINAL

Target

99.00%

Target

99.00%

Target

99.00%

Target

99.00%

May 2014

99.69%

May 2014

99.73%

May 2014

99.64%

May 2014

99.77%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.46%

Average score

99.50%

Average score

99.57%

Average score

99.65%


baggageoutbound baggage process Percentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departureThis is a daily event based measure

baggageoutbound baggage process Percentage of flights when bags are delivered to the airline ground handler 25 minutes or more before the scheduled time of departureThis is a monthly average measure

NORTHTERMINAL

NORTHTERMINAL

Target

97.00%

Target

99.00%

Target

97.00%

Target

99.00%

May 2014

97.83%

May 2014

99.69%

May 2014

99.53%

May 2014

99.89%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

99.62%Average score

99.82%


airfieldstand availability Percentage of time when aircraft stands are availableStand availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00

airfieldjetty/airbridge availability Percentage of time when aircraft jetties (airbridges) are available for aircraft boarding/disembarkingJetty availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00

NORTHTERMINAL

NORTHTERMINAL

Target

99.00%

Target

99.00%

Target

99.00%

Target

99.00%

May 2014

99.93%

May 2014

99.88%

May 2014

99.94%

May 2014

99.90%

SOUTHTERMINAL

SOUTHTERMINAL

Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months. 10

Average score

98.98%

Average score

99.77%

Average score

99.99%

Average score

99.86%


airfieldpier service Percentage of time when stands with pier service are available as opposed to remote standsThis measure is based on the total number of passenger movements (arrivals and departures). If a passenger is able to walk into the pier, then the stand is classed as a pier served stand.

airfieldfixed electrical ground powerPercentage of time when fixed electrical ground power (FEGP) units are available for aircraftFEGP availability is measured between the following agreed core hours: 00:00-11:00 and 19:00-00:00. FEGP powers aircraft when on a stand allowing engines to be turned off.

NORTHTERMINAL

NORTHTERMINAL

Target

95.00%

Target

99.00%

Target

95.00%

Target

99.00%

May 2014

96.88%

May 2014

100%

May 2014

98.78%

May 2014

99.97%

SOUTHTERMINAL

SOUTHTERMINAL


Average score

96.18%

Average score

99.89%

Average score

97.99%

Average score

99.97%


inter-terminal shuttleone shuttle available Percentage of time when one shuttle with a minimum of one car is availableCore hours vary dependent on agreed maintenance periods.

inter-terminal shuttletwo shuttles available Percentage of time when two shuttles with a minimum of one car each are availableCore hours vary dependent on agreed maintenance periods.

INTERTERMINAL

INTERTERMINAL

Target

99.00%

Target

97.00%

May 2014

99.99%

May 2014

99.21%


Average score

99.81%

Average score

99.11%


aerodromecongestion term An event occurs which is the responsibility of the airport or its agents which causes an impact in terms of a number of aircraft movements lost or deferred

AIRPORT OVERALL

Target

0May 2014

0

Measures defined and targets set in agreement with the airlines and endorsed by the CAAAverage score measured over the last 12 months.

arrivalsbaggage reclaim carousels Availability of our baggage reclaim carousels for arriving flightsFor information on the arrivals baggage performance please refer to the Airline Service Standards section of this report.

NORTHTERMINAL

Target

99.00%Target

99.00%

May 2014

99.93%May 2014

99.92%SOUTHTERMINAL

13

Average score

99.66%Average score

99.91%

Average score

0

AIRLINE SERVICE STANDARDSMAY 2014

small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutesTime from the ‘on-chocks’ time supplied by the airlines’ handling agents to delivery to the baggage carousel. Airlines achieving 95% or higher are considered to have met the target successfully.

AIRPORT OVERALL

SMALL/MEDIUM AIRCRAFT

Flights within target time in May 2014

84.70%

4927 208

1589 177

837 123

115281

230

87.78% 34.13%

75.14% 99.44%

89.01% 81.30%

70.43%97.51%

94.35%

Measures defined and targets set in agreement with the airlines

easyJetMENZIES

Thomson AirwaysSWISSPORT

Airline &Handling Agent


Number of flights

Number of flights

Flights withintarget time


British AirwaysSWISSPORT

AurignyMENZIES

NorwegianAVIATOR

Aer LingusMENZIES

VuelingSWISSPORT

RyanairAVIATOR

TAP Air PortugalSWISSPORT

AIRLINES 1-10 BY VOLUME OF FLIGHTS

104 88.46%Turkish AirlinesMENZIES

14


small/medium aircraftbaggage performanceTarget time for small/medium aircraft – last bag delivered within 35 minutes

35

40

39

27

62

3262

31

30

44

151

40

77.14%

100%

79.49%

74.07%

95.16%

96.88%100%

64.52%

86.67%

81.82%

76.16%

92.50%

Measures defined and targets set in agreement with the airlines

Thomas CookSWISSPORT

airBalticAVIATOR

Ukraine International AirlinesAVIATOR

Air OneSWISSPORT



Number of flights

Number of flights



Air Europa Líneas AéreasAVIATOR

Air MaltaMENZIES

FlybeMENZIES

MonarchSWISSPORT

All other airlines

Royal Air MarocAVIATOR

WOWAirSERVISAIR

Strategic AirlinesSWISSPORT

AIRLINES 11-21 BY VOLUME OF FLIGHTS

15


large aircraftbaggage performanceTarget time for large aircraft – last bag delivered within 50 minutesTime from the ‘on-chocks’ time supplied by the airlines’ handling agents to delivery to the baggage carousel. Airlines achieving 95% or higher are considered to have met the target successfully.

AIRPORT OVERALL

LARGE AIRCRAFT

Flights within target time in May 2014

79.15%

431

21

60

278

21203

20180

177

93

87.24%

85.71%

90.00%

67.99%

100%74.38%

100%63.89%

80.79%

94.62%Measures defined and targets set in agreement with the airlines

MonarchSWISSPORT

Vietnam AirlinesSWISSPORT

Air TransatAVIATOR



Number of flights

Number of flights



British AirwaysSWISSPORT

NorwegianAVIATOR

Thomson AirwaysSWISSPORT

Thomas CookSWISSPORT

Turkish AirlinesMENZIES

Virgin AtlanticSWISSPORT

EmiratesAVIATOR

AIRLINES BY VOLUME OF FLIGHTS

65 78.46%All other airlines

16

PRM STATISTICSMAY 2014

Gatwick provides a range of services to passengers with reduced mobility (PRM) or who require special assistance.For information on how to access these services please go to gatwickairport.com/prm

Number of flights with PRM passengers met

Number of passengers needing special assistance met

Percentage of pre-notifications at least 48 hours before flight*

Number of compliments received (per 1000 PRM passengers)

Number of complaints received (per 1000 PRM passengers)

* Passengers pre-notification to their airline is required by EU regulation EC 1107/2006/. Pre-notification furthermore helps us provide a better service

15,518

50,218

58%

May 2014 0.3012 Month Average 0.50

May 2014 1.1012 Month Average 0.90

17

http://www.gatwickairport.com/prm

ON-TIME PERFORMANCEMAY 2014

departureson-time performance Percentage of flights departing Gatwick within 15 minutes of the scheduled time

arrivalson-time performance Percentage of flights arriving at Gatwick within 15 minutes of the scheduled time

AIRPORTOVERALL

AIRPORTOVERALL

May 2014

73%

May 2014

78%

18

ACI ASQ – HOW DO WE COMPARE?Q1 2014

Airports Council International produce a measure of overall satisfaction with the airport. It shows how we compare against a panel of 22 European Competitor airports, as well as how our score (out of 5) has changed over time.

Gatwick ranked 8 out of 23 in Q1 2014 How we have performed over time

3.00

3.50

4.00

4.50

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

Q4 201

1

Q1 201

2

Q2 201

2

Q3 201

2

Q4 201

2

Q1 201

3

Q2 201

3

Q3 201

3

Q4 201

3

Q1 201

43.00

3.50

4.00

4.50

Gatwick’s Score

Panel average

19

monthly performance report may 2014 - gatwick ......may 2014 96.88% may 2014 100% may 2014 98.78%...

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